Service Design Architect

Project description

One of the biggest UK rail network companies operating with rail infrastructure and asset management has a need to develop and support enterprise-level information systems.The product is a core and critical safety platform that ensures that all elements of work that are planned on the operational railway are conducted in safe and secure manner among employees, third parties and other industry partners.This assignment will work alongside the programme team to facilitate, review and enhance the current service design and operational aspects of the service, including the smooth transition of services into live.As an IT Service Designer, you will be responsible for designing and improving IT services to ensure they meet the needs of our clients and align with business objectives. You will work closely with stakeholders, including clients, IT teams, and business leaders, to create service designs that are efficient, scalable, user-friendly and fit for purpose.

Responsibilities

• Service Design: Develop and document detailed service designs, including service blueprints, process flows, and user journeys.
• Stakeholder Collaboration: Engage with stakeholders to gather requirements, understand business needs, and ensure alignment with service design.
• Continuous Improvement: Identify opportunities for service improvement and implement changes to enhance service quality and efficiency.
• User Experience: Focus on creating a positive user experience by designing services that are intuitive and easy to use.
• Technology Integration: Work with IT teams to ensure seamless integration of new services with existing systems and infrastructure.
• Performance Monitoring: Establish metrics and KPIs to monitor service performance and ensure SLAs are met.
• Documentation: Maintain comprehensive documentation of service designs, processes, and procedures.
• Transition/Early Life Support: Manage the smooth transition of projects and programmes into live service using in house, standards, methodologies and principles
• Requirements: Translate non-functional requirements into a fit for purpose support model
• Service Acceptance Criteria: Facilitate the SAC delivery, including budget. Create and publish service artefacts (Service Definition, SLA, Service Catalogue).
• Stakeholders: Chair meetings and provide progress updates to stakeholders.
• Artefacts/Documentation: Create and manage key artefacts and processes, SDP's, Resource Models & ELS

SKILLS

Must have

• Bachelor's degree in information technology, Computer Science, or a related field.
• Strong understanding of ITIL and service management principles.
• Proficiency in service design tools and methodologies.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical and problem-solving abilities.

Nice to have

• Experience with user experience (UX) design.• Commercial and financial awareness/understanding• Experience: Minimum of 3 years of experience in IT service design or a related role.• Project/Programme Management qualification: PRINCE2, APM, MSP or equivalate